No one can obtain information on any account without written or verbal confirmation from the agreement holder.

If you would like to add someone to be a contact on your agreement please email mbfscv@daimler.com or call 0370 847 0700. Please be aware that a contact will not be able to make any changes to the agreement, only the agreement holder can make changes.

If you would like to authorise someone to be a contact on your agreement please email mbfscv@daimler.com or call 0370 847 0700. Please be aware that a contact will not be able to make any changes to the agreement, only the contract holder can make changes.

Outstanding Balance

Outstanding Balance

If you would like to find out how much is outstanding on your finance agreement please use the following methods:

• For Personal Operating Lease and Contract Hire agreements the rentals are usually collected in advance, with the first rental due at the start of your agreement.

• For Agility and Hire Purchase agreements the monthly payments are normally collected in arrears.

You can find this out, as well as change your payment date by using Mercedes me finance. Mercedes me finance allows you to manage your Mercedes-Benz finance agreement online 24 hours a day, 7 days a week, Mercedes me finance is a part of Mercedes me, please click here to register.
Or you can contact Customer Services by email mbfscv@daimler.com or call 0370 847 0700.

Your bank will inform us that your Direct Debit has been rejected. We will request the payment required from your account, if the first attempt fails we will make two further attempts to take payment from you.

After each attempt we will write to you informing you of this. If the rejection is due to a lack of funds in your account, your bank may charge you every time we request payment.

You can pay the missing amount over the phone by debit card by calling 0370 241 6225, 24 hours a day 7 days a week.

Once your final payment has cleared we will no longer bill your account for your monthly rentals. You may also wish to contact your bank to cancel your mandate to ensure no further amounts are debited.

If you’ve changed your registration plates, you need to let us know right away so that we can update our records. This will help us provide a faster, more efficient service when you need assistance in the future.

To inform us of your new registration details you can email it to our Customer Services team at mbfscv@daimler.com who will deal with your request as soon as possible.

Alternatively, call 0370 847 0700 and a Customer Services Executive will be able to assist you.

Your payments are based upon the agreed annual permitted mileage in your finance agreement; if you exceed this, there is excess mileage which you will pay at the end of your agreement. The details of the excess mileage charges for your vehicle can be found on page 2 of your finance agreement.

You can get a copy of your agreement by emailing us at mbfscv@daimler.com and we can send one out to you.

If you are the registered keeper of the vehicle, any parking or speeding fines will be sent directly to you. Please ensure you pay any fines straight away.

If Mercedes-Benz Financial Services are the registered keeper of the vehicle any parking or speeding fines will come directly to us. We will respond back to the authorities with a covering letter stating your name and address, and advising that the vehicle is on a long-term lease to you. The issuing authority will then re-issue the fine directly to you. It is then your responsibility to make sure that it’s paid.

Please note that any fines will incur an administration fee of £25 inclusive of VAT, we will send you an invoice and the payment will be taken via direct debit 2-3 weeks after the fine has been processed unless we are notified otherwise.

If you have any questions in relation to a fine please contact Customer Services on 0370 847 0700.

If you are the registered keeper of the vehicle, London congestion charges will be sent directly to you. Please ensure you pay any charges straight away.

If Mercedes-Benz Financial Services are the registered keeper of the vehicle and receive a London congestion charge fine against your vehicle we will pay this straight away and recharge you together with an administration fee of £25 inclusive of VAT. The payment will be taken via direct debit 2-3 weeks after the fine has been processed unless we are notified otherwise.

To avoid London congestion charges, visit www.cclondon.com to find out how you can pre-pay.

If you have any questions in relation to a fine please contact Customer Services on 0370 847 0700.

Customer Services are open between 8.00am-7.30pm Monday to Friday and 9.00am-5.00pm Saturday.

If you are the registered keeper of the vehicle, any dart charges which have not been paid will be sent directly to you. Please ensure you pay any charges straight away.

If Mercedes-Benz Financial Services are the registered keeper of the vehicle and we receive a dart charge against your vehicle we will respond back to the authorities with a covering letter stating your name and address, advising that the vehicle is on a long-term lease to you. The issuing authority will then re-issue the fine directly to you, it is then your responsibility to make sure that this is paid. Where we are unable to do this, we will pay any charges to avoid additional costs being incurred and recharge to the customer accordingly.

To avoid dart charge penalties, please pay by midnight the day after you cross. You can set up an account here.
If you have any questions in relation to a fine please contact Customer Services on 0370 847 0700.

If you are experiencing financial difficulties please call our dedicated Customer Service team who will be able to support you and offer advice on your circumstances in regards to your finance agreement.

You will receive your annual statement within 30 days of your contract anniversary date if you have a regulated Hire Purchase or Agility agreement. For unregulated agreements, you can contact Customer Services and request the payment history of your account.

We understand that it can be difficult to arrange financial affairs after the death of someone and we want to make this process as simple as possible for you. That is why we have a dedicated team ready to help.

Firstly, please notify us by sending us a copy of the death certificate with a covering letter confirming the executor details.

End of your Finance Agreement

Six months before the end of your agreement you will receive a maturity pack explaining your next steps. Depending on your agreement type you will have various options available to you, please select your agreement type which will give more detail about the end of agreement options for your vehicle.

If you have informed us of your intention to return your vehicle our logistics company British Car Auctions (BCA) will be in touch to discuss the return process.

You can also contact our Customer Services team on 0370 847 0700 to discuss your return options at any point during your agreement.

As part of the returns process, you must:

• Complete section 9 of the V5C logbook and send it to the DVLA
• Return the VC5C logbook (except if we retain this, for instance with Contract Hire agreements) however, you should send the VC5 to us before your vehicle is collated
• Return the service history documents • Return the spare keys

The vehicle will be inspected upon arrival at our De-fleet centre.
Once the inspection is carried out you will receive a letter informing of any additional charges. This payment must be made within 28 days from the date of issue. The collection driver will only check to make sure the vehicle is safe to take on the public road and does not carry out the end of contract inspection.

Yes, you will need to make sure the vehicle is clean as this will enable the Inspector to properly appraise the vehicle. If it is not clean inside and out, the collection may be aborted and you may be charged a fee.

Our Vehicle Return Standards will show you what we define as fair wear and tear on your vehicle, these outline the condition in which you need to return your Mercedes-Benz in order to avoid additional charges. This can be found here along with some hints and tips to keep your vehicle in good condition. At the beginning of your agreement you would have also received a welcome pack, which includes a section on our Vehicle Return Standards as well as a useful tool to help appraise your vehicle.

If you have any further questions about our Vehicle Return Standards or returning your vehicle, please call our De-fleet Team on 0370 121 0535 between Monday to Friday 8.30am – 5.00pm.

Our Vehicle Return Standards will show you what we define as fair wear and tear on your vehicle, these outline the condition in which you need to return your vehicle in order to avoid additional charges.

Upon return your tyres must be of the correct speed rating and have a tread depth of 1mm in a continuous band throughout the central three-quarters.

If you have any further questions about our Vehicle Return Standards or returning your vehicle, please call our De-fleet Team on 0370 121 0535 between Monday to Friday 8.30am – 5.00pm.

You have two options you can choose from in order to maintain your personalised/cherished number plate. The first option is to transfer this number plate to another vehicle, and your second option is to keep the number plate on retention until you have another car to put it on.

To remove your personal number plate, contact the DVLA by calling 0300 790 6802 or visit the DVLA website. They will provide you with a new registration number, which you should attach to your Mercedes-Benz prior to collection. This will enable you to retain your cherished plate and avoid having it sold with the car. Please bear in mind that this process can take the DVLA up to eight weeks to complete, so you need to contact them in good time prior to collection.

What happens if I do not return the V5C (formally V5) (logbook) or service history?

Unfortunately if a valid V5C is not sent back to us on return of your vehicle we will continue to charge you the monthly payment until it is returned, this is because we cannot sell the vehicle without the V5C, and we will incur depreciation and stocking costs.

A missing service history will mean we will have to charge you between £100 – £900, depending on the model of your Mercedes- Benz.

Certainly. Just call our collection agents on 0370 121 0535 between 8.30am – 5.00pm Monday to Friday at least two working days before your previously agreed collection date.

Please note, if you request to change your collection date less than two working days before your pre-agreed collection date, there will be a cancellation charge and you will be liable for any additional days you continue to use the vehicle.

I haven't heard from the collection agents. When will they contact me?

We will contact you 30 days prior to your maturity date, to arrange a convenient time with you for the vehicle inspection & collection date. If you have any queries relating to changing your collection date, please call Customer Services on 0370 847 0700.

This is only possible if you hold an Operating Lease, Contract Hire or Agility agreement. For more information, to arrange this or to ask for a hand back figure, please contact our Customer Services team on 0370 847 0700 or email us at mbfscv@daimler.com

Can your driver collect keys from one address and the vehicle from another?

We are sorry that you are unhappy with your Vehicle Inspection Report. You can call our De-Fleet team on 01226 355 922 between 9.00am – 5.00pm Monday to Friday and we will answer any queries you may have.

I don’t agree with the invoice I've received for damage / excess mileage. Who can I contact to discuss this?

We are sorry to hear that you are not satisfied with your invoice, please contact our De-fleet Team on 01226 355 922 between 9.00am – 5.00pm Monday to Friday where they will be happy to help you with your enquiry.

Any phone kits or additional modification must be removed prior to collection.

You should also repair any holes or damage made to the vehicle to meet our Vehicle Return Standards. We will, unfortunately, place fines for any damage to the vehicle that are not considered fair wear and tear.

I've left some items in my vehicle that I would like returned. Can you send them back to me?

Certainly, whilst we can not take responsibility for any items left in your vehicle, we will arrange for the vehicle to be inspected and any items found belonging to you will be sent back. Please Contact our De-fleet Team on 01226 355 922 between 9.00am – 5.00pm Monday to Friday.

Yes, you can transfer at any time, any remaining period of insurance on the policy due to change of vehicle, subject to the replacement vehicle purchase price not exceeding the current price band of the original vehicle. There is an administration fee of £35.

You must contact AutoProtect within 7 days of the replacement vehicle purchase.

Know your rights

Under the Data Protection legislation you are allowed to request a copy of all the information we hold on you. For more information on your rights under the Data Protection legislation please click on the Privacy Policy link at the bottom of the page.

A regulated agreement is an agreement which is covered by the Consumer Credit Act which gives you some important rights. It will only be regulated if the borrower is an Individual, Sole Trader or a Partnership of up to 3.

The European Consumer Credit Directive (ECCD) – which may also be referred to as the Consumer Credit Directive (CCD) – was brought in across Europe to establish common consumer credit practices. From a UK perspective, the Consumer Credit Act was amended as a result of the Directive.

Effective from the 1st February 2011, the ECCD will apply to the following:

• Customers who purchase vehicles through Hire Purchase and Agility, who are either
• Private Individuals borrowing up to and including £60,260, or
• Small Businesses (Sole Traders and Partnerships of 3 or less) borrowing up to and including £25,000 where a business user exemption has been signed.

If you have a Regulated Agility (Personal Contract Plan) or Hire Purchase agreement with Mercedes-Benz Finance, you have a legal right (under the Consumer Credit Act) to voluntarily terminate your agreement. You must hand back the vehicle having paid at least 50% of the total amount due on your agreement (including the deposit, amount borrowed, interest and all fees) and in addition any arrears, excess mileage and damage charges.

If you are not over the 50% mark you will be required to make a shortfall payment, which we can calculate for you.

You are not permitted to use the vehicle once you have written to us indicating that you wish to voluntarily terminate your agreement. You must ensure the vehicle is insured until it is collected.

On collection of your vehicle, you must also hand back your keys (including spare keys), full service history and V5 registration document; if not this could result in additional charges.

Once your agreement ends your credit file will be updated to show a voluntary termination. This information will remain on your credit file for up to 6 years, which can be viewed by other lenders also.

If you would like to discuss this in more detail, please contact Customer Services on 0370 8470700

The Financial Conduct Authority is the United Kingdom 's regulator of the financial services market and promotes innovation and healthy competition whilst ensuring companies keep to the rules and maintain high conduct standards. They want you to understand the financial products and services you use and for us to be clear and fair in our dealings with you.

The Financial Conduct Authority's address is 12 Endeavour Square, London, E20 1JN, or you can visit their website which is www.fca.org.uk
If you have any other queries, please contact our Customer Services Department on 0370 847 0700

As of 1 February 2011, the European Consumer Credit Directive (ECCD) provides customers who are within the ECCD parameters, the right to withdraw from their finance agreement by paying the amount financed. If you would like to withdraw from your finance agreement, please ensure you contact us within 14 days of signing the finance agreement (excluding the date the agreement was signed).

You will be asked to pay the balance financed which you can do either by bank transfer or Debit Card. You need to make this payment within 30 days of notifying us. We reserve the right to charge interest on a daily rate until such time as full settlement has been received.

If you are thinking of withdrawing from your finance agreement, you can contact our Customer Service team on 0370 847 0700 or email us at mbfscv@daimler.com.

Unfortunately, once notification has been received either verbally or written we are unable to reverse the transaction. Please make sure that if you do want to withdraw from your finance agreement that you have funds in place to do so.

If you are thinking of withdrawing from your finance agreement, please contact our Customer Services Department on 0370 847 0700 or email us at mbfscv@daimler.com.

All agreements which are covered by the European Consumer Credit Directive have the option of partially settling their account, which is when you can pay a large one off payment to reduce the amount of finance which is outstanding. Throughout the life of your agreement you are able to partially settle as many times as you would like.

You will receive your annual statement within 30 days of your contract anniversary date if you have a regulated agreement. For unregulated agreements, you can contact Customer Services and request the payment history of your account.

You are able to get this information by requesting an Amortisation Statement, as set out in the European Consumer Credit Directive (ECCD). This will give a view of the capital and interest payable on your agreement going forwards.

For complaints which can be handled and managed by our Customer Services team we will endeavour to resolve your complaint by the close of business on the next working day.

For written complaints we will provide written acknowledgement of your complaint within five working days.

However, if your complaint is more complex a thorough investigation will need to be performed which can take some time. We will endeavour to write to you with the outcome of our investigation witin 10 working days following receipt of your complaint. If we need to carry our further investigations, we'll inform you of any dfelay with an estimated final response date.

If we have not provided you with our final response within eight weeks of the date you first complained, or if you are not satisfied with the outcome, you can refer your complaint to the Financial Ombudsman Scheme for an independent review at:

Whilst we are bound by the decision of the Financial Ombudsman Service, you are not. Following the complaints procedure does not affect your right to take legal action.

Financial Service Compensation Scheme (FSCS).

Our obligations are covered by the Financial Services Compensation Scheme (FSCS). If we are unable to meet our obligations, you could be entitled to compensation from this scheme, depending on the type of insurance and the circumstances at the time.

Further information about the scheme is available from the FSCS website www.fscs.org.uk or write to:

Within five working days, they will confirm that they have received your complaint and will do their best to resolve the problem within four weeks. If they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks - or if you are dissatisfied with their final response - they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).www.financial-ombudsman.org.uk

Within five working days, they will confirm that they have received your complaint and will do their best to resolve the problem within four weeks. If they are unable to do so, they will let you know when you can expect an answer. If they have not resolved the problem within eight weeks - or if you are dissatisfied with their final response - they will give you information about referring your complaint to the Financial Ombudsman Service (if this applies to you).www.financial-ombudsman.org.uk

Throughout the life of your finance agreement your circumstances may change and you may wish to settle your agreement early or take ownership of your vehicle. If you have an Agility or Hire Purchase agreement, Mercedes-Benz Finance offer several ways in which you can request an early settlement quotation:

How can I pay? You can pay your settlement figure by:
• Faster Payment or CHAPS via your bank
• Our automated settlement system by dialling 0370 847 0700
If you have a Finance Lease or Operating Lease agreement, a settlement can only be paid by an unconnected third party. Please email Customer Services mbfscv@daimler.com or call 0370 847 0700 for your settlement quote.

It is possible for a third party to settle your agreement, if you know who will settle your account whether it be another Retailer or a Private sale please call us on 0370 847 0700 to notify who will be settling your account as we cannot accept funds without your consent.

If your vehicle has been written off or stolen please contact Customer Services as soon as possible so we can assist your insurance company when required. In the meantime, please maintain your payments. Your insurance company will be able to advise you on what to do next.

The vehicle can only be taken on short trips of up to 4 weeks to countries within the EU, you must take the V5 and ensure the vehicle has fully comprehensive insurance and covers you for European travel.